Student Health Association

Red Door Coaching and TrainingPromoting Exceptional

Customer Service

Introductions

• Red Door – passionate about Service. Worked with Universities/NHS/Retail/ Hospitality

• Domestics – toilets, fire, phones

What we are going to do in this session

Examine ‘Exceptional Customer Care’• What it is• Why should we bother?• Ways to deliver itHave some fun and win some prizes!

What is Excellent Service?

• Teams of 4-5. Each with a bag of scrabble letters.• Use the letters to spell out ‘Excellent Service’.

Now use the rest of the letters and fit into the grid any words that you associate with excellent service.

• Prize for the team using most of their letters.

Customer Service means

• Doing ordinary things extraordinarily well• Going beyond what’s expected• Adding value and integrity to every interaction• Being at your best with every customer• Discovering new ways to delight those you serve• Surprising yourself with how much you can do• Taking care of the customer like you would take care

of your grandmother

How easy is this to deliver?

In your teams:Rate yourself out of 10 and share your score

Crucially – what stops you from being a 10?

Exploring Customer Service

Team A – Why should we bother?

Team B –What are the skills and behaviours required?

Team C – Your Top Tips to deliver this

How can we do it?

4 key behaviours• Cannot fail to deliver good customer care• Word Search• Prizes up for grabs!

Service Behaviours Wordsearch

O V F S W H E Z Q L D F X W V J N U B K U Q E W E P N R L Y E F W K N X B V Y E A N T E C P I E J K I E R C B B L S M P C Q P T E S B S Z F R L Y E B P I R H F W W E X B C S A E S J I D I T I P E J Z G J O V P S E B R H L G W A W P Z Q D T

The Behaviours

PROD

• Being Positive

• Being Respectful

• Taking Ownership

• Being Determined

Session Review

Examine ‘Excellent Customer Service’• What it is• Why should we bother?• Ways to deliver itHave some fun and win some prizes!

Finally

• In your teams- • Write tomorrow’s newspaper headline about

today’s event

Thank You

Red Door Coaching and Training

www.reddoorcoachingandtraining.co.uk